OpenText™ "2016 Contact Center Resolutions: Listen Less, Talk More"
Voice of the customer, active listening, customer feedback, customer focus
– you’ve heard these terms before. They all basically mean the same thing. If you want to know how the customer feels, what they think, what they need or want, listen to them. Good advice. Excellent advice actually.
Unfortunately, it’s also a tremendously difficult thing to do on a regular basis. But having said that, I really do believe that your number one resolution for this year is to listen less and talk more
But, just before you close this page and tag me as crazy (you wouldn’t be the first), let me explain. I’m not suggesting that you shouldn’t listen to your customers; I am just suggesting that you just spend less time listening.
do you want to know more?